Support Policies

Whether you’re using our products as a free trial, or are a current subscriber of an Infragistics product, our Developer Support Team stands behind you. We offer a full spectrum of support options relevant to your needs, so that you are sure to succeed.

Infragistics Support Benefits

Support Service Level	Priority	Standard	Community	Trial	Inactive
Forums/Community Response
My Infragistics/ Account
Online Support
Forum - Infragistics Service Level Follows
C# Source Code
Chat Support
Phone Support
Response Time	1 Business Day Guaranteed	Within 3 Business Days  (may vary w/ current volume)

Note: All customers who have purchased a current subscription receive all upgrades and service releases for the term of their annual subscription, C# source code to the frameworks, controls and designers in the product, our free online and community forums support, plus the assurance that our dedicated developer support engineers are standing by.

Explanation of Support Service Levels

Priority Support applies to customers who have purchased a current subscription with Priority Support, and is included for customers who are part of our Enterprise Licensing Program. In addition to all of the Infragistics Support Benefits described above, you receive priority phone support during standard business hours, online chat support, and a Guaranteed Rapid Response within one (1) business day.

To ensure you receive Priority Support for your online inquiries, forum posts and online chat, please be sure to sign in to our Website using the member ID to which your product key with Priority Support has been registered.

Standard Support applies to customers who have purchased a current subscription. In addition to all of the Infragistics Support Benefits described above, it includes a response time of three (3) business days (which may increase or decrease based on the current volume of support requests.)

Community Support applies to customers who have purchased a current Community Edition subscription to NetAdvantage for jQuery or NetAdvantage for Windows Phone. It include the Infragistics Support Benefits described above, and offers Forums-only access to the Developer Support team and the Infragistics Community.

Trial Support applies to all users of our products who have not yet purchased a subscription, but are evaluating our products during their initial trial period (20 days for TestAdvantage™ for Windows Forms and TestAdvantage™ for WPF products, 30 days for NetAdvantage® products and Quince Pro™). We’re sorry, but trial support is not available for retired products.

Inactive Support applies to customers whose subscriptions have expired, and product versions which are no longer actively supported.

Please consult our Product Lifecycle for information on active, inactive and retired products.

TestAdvantage Support

When you buy a subscription to any of our TestAdvantage™ for Windows Forms or TestAdvantage™ for WPF products, you are purchasing a premium product so we include Priority Support with your registered product key. Our support covers our proprietary wrappers for HP® QuickTest Professional™ software and IBM® Rational® Functional Tester. Support cases determined to be attributable to HP QuickTest Professional, its .NET Extensibility Add-in, or IBM Rational Functional Tester will be referred to HP or IBM Rational support, respectively, and are subject to their verification of your support service level with them.

What is Support, and What is Consulting ?

Our Developer Support team is motivated to help you succeed, and we really want to help you. We’ll provide help for questions regarding installation problems, product functionality, programming issues, product usage issues, and will explain any Infragistics-related error messages you receive. We have access to the developers who have written the code, and will work with you to figure out what the issue is, and deliver a solution.

At the same time, cases involving design or planning for your application’s deployment, software development, code review, custom samples, implementation planning, and user experience and visual design are exactly what our Consulting Services Team can help you with. The Consulting Services Team can also offer support for Infragistics source code such as explaining the purpose of any source code, and troubleshooting or debugging modified versions of our source code. If you need such custom-tailored extended services, please check out how our Consulting Services Team can help you.

Support Hours